Our commitment to your experience.

Standing behind our work

We stand behind what we do. If the same issue occurs within 30 days of an original equipment repair, we will fix it at no charge for labour. Parts are excluded unless covered by manufacturer warranty.

When you contact us with a concern

When you share a concern or service issue, you can expect:

• A timely acknowledgement of your message
• Respectful, professional communication
• Follow-up by the appropriate Motion team member
• A focus on understanding the full situation before action is taken

Our goal is to ensure concerns are handled thoughtfully and consistently.

How concerns are addressed

We follow a clear process to support resolution:

1. Your concern is received, documented, and acknowledged (within 1 business day).
2. Your concern undergoes an internal review and additional details may be gathered to fully understand the situation. Follow-up is provided upon the initial internal review (within 5 business days).
3. The appropriate Motion team members are involved, including visibility with our Leadership team. Additional follow-up is provided once a further review is completed (within 10 business days).
4. We work closely with you to provide a resolution of your concern (within 30 business days).

NOTE: Some concerns may require additional internal review to ensure the right outcome, including those involving safety, funding programs, or the CEP.

What you can expect from us

Throughout the process, we aim to provide:

• Clear communication
• Reasonable timelines
• Professional and respectful dialogue
• Accountability for next steps

We take feedback seriously and use it to improve how we support our clients.

Need support?

If you have a concern or need assistance, please contact your local Motion team, submit an inquiry to contact@motioncares.ca or complete the Complaints/Concerns form linked at the top of this page.